Call Center Outbound Team Lead

Massanutten Resort | Great Eastern Resort Corporation | Virginia Beach, Virginia

Job Summary

The Call Center Team Lead position is responsible for helping provide support to a team of call center agents.  This position will work in conjunction with the Outbound Team Manager and assist in the daily management of the team including but not limited to training and on-boarding, coaching, customer service, and general day-to-day operational functions.  This role will not have direct oversight of any positions but will be required to step in as in a supervisor capacity should the Outbound Team Supervisor not be available.  This role will work within our Virginia Beach, Virginia office location.    

This role is best suited for applicants with a strong background in phone sales who have an interest in accelerating their career and pursuing sales management opportunities.  Applicants must be able to exhibit strong leadership, organizational, and problem-solving skills.  This role will need to be able to collaborate well with other Call Center Team Leads and Outbound Managers across both Call Center locations. 

Key Responsibilities

• Assist in daily management of outbound call center team and to help maximize booking program across all team members.
• Provide assistance with on-boarding and training of new call center agents

Business Process Management 

• Working in conjunction with Team Leaders and management staff in our Virginia Beach, Virginia office, help ensure all team and agent processes align with existing policies and operating procedures for the office. 
• Be able to step in and address escalated customer service issues and complaints when necessary. 
• Help ensure team complies with all departmental processes and are in compliance with company, state, and federal regulations as related to tele-sales, data collection and storage, and timeshare marketing.

Vendor & Team Collaboration

• Help contribute to ensuring a positive, proactive and thoughtful leadership environment is maintained throughout the Virginia Beach office.   
• Collaborate closely with other Team Lead and supervision staff within the office and across the Timeshare Marketing Group to align daily deliverables, and overall marketing strategy for the department.

Data-Driven Insights & Reporting

•  Assist in production of daily and weekly reports and help with analysis for the Outbound Team Supervisor.  Provide recommendations for improvement when necessary.  

Continuous Improvement

• Look for opportunities to grown within the team through ongoing professional development by taking classes, expanding knowledge, and/or maintaining an active professional industry and community network.
• Help grow team members through informal coaching that encourages all employee’s personal development, growth, and teamwork and that also encourages co-worker recruitment efforts to achieve desired staffing levels throughout the department and company.

Qualifications

Education: Bachelor’s degree in business administration, management or a related field; or equivalent sales experience as stated below.

Experience: Minimum of 2-3 years' experience in a call center environment; prior supervisory experience preferred but not required.  Experience within resort, timeshare, or real estate industry preferred.

• Knowledge of industry regulations and call center best practices, with special emphasis on timeshare, real estate, or resort development preferred.
• Understanding of call center performance metrics and reporting as well as payroll management and forecasting.
• Experience working in hospitality or timeshare industry is a plus.
• Bonus points for having working knowledge of Salesforce CRM.

Skills

• Outgoing personality with strong leadership and team management skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Exceptional interpersonal and communication skills
• Ability to motivate, coach, train and direct employees

Work Environment/Expectations

• The position is an in-person position in Virginia Beach, Virginia.
• Must be willing to work variable shift including nights and weekends and be available at all times that the Call Centers are open and working.

Schedule: 30-32 hours a week; Mon – Thurs, 3pm – 9pm and Sun 1pm – 9pm.